Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ACA Group August 2023, after being promised a 100% guaranteed and permanent cancellation of my timeshare. Their website and representatives assured me I would be freed from my financial and legal liability.However:*** has stopped contacting me, leaving me without updates or evidence of *********** a phone call, I was told that the outcome is ultimately up to the resort (Hilton) directly contradicting **** guarantee of results.*** has not provided any written communication from ******, nor proof of negotiations or actions being taken.I remain liable for my mortgage ($39,000) and maintenance fees ($18,000), totaling over $57,000.*** claims my case is in the Recovery Phase, but this is being used to delay resolution without any actual negotiations contrary to their contract, which only allows extensions if negotiations are active.Their website also claims permanent cancellation means timeshare freedom for good, but I was told there could still be credit score impacts, undermining the promise of true freedom.ACAs actions represent a misrepresentation of services. I relied on their advertised guarantee when I hired and paid them, but they have failed to deliver the service as represented and have cut off communication with me.Resolution Requested:I am requesting a full refund of the fees I paid to ACA Group. At minimum, I request:Proof of any current negotiations with ******, or confirmation that none exist.A copy of my signed contract.A binding refund commitment if cancellation is not completed.Without resolution, I remain financially trapped in my timeshare the exact situation ACA guaranteed they would permanently resolve.

  

  Business Response

  Date: 08/26/2025

  Thank you for the opportunity to respond to Mr. ******* complaint.
  First, we would like to sincerely apologize for the lack of response to Mr. ******* follow-up emails. One of his messages was directed to our CEO and was unintentionally missed. We take full responsibility for this oversight, and we understand how frustrating and concerning that lack of communication must have been. This has since been addressed directly and personally by our leadership.
  We would now like to address the complaint in full:
  
  Contractual Status and Timeline of Progress
  Mr. ******* enrolled with ACA Group in mid-2023, and his legal file was fully activated shortly thereafter. Since that time, *** and its legal partners have taken multiple documented steps to position the clients timeshare for cancellation. These actions included the preparation and submission of client-provided documentation, formal correspondence with the developer, and legal positioning based on the resorts internal processes for potential relinquishment.
  As a result of these efforts, the developer moved Mr. ******* account into a phase where ownership is typically reclaimed voluntarilybased on timing and internal criteria set by the developer. While formal written confirmations are not always issued during this stage, ACA has successfully navigated numerous similar cases that have resulted in full cancellation and client release.
  This current status reflects progress that would not have occurred without legal positioning and structured advocacy on Mr. ******* behalf.
  
  36-Month Guarantee Full Refund Commitment
  ACA Groups client agreement includes a clear 36-month Money Back Guarantee that states:
  If we are unable to achieve cancellation within 36 months of legal file activation, the client is entitled to a FULL refund.
  For Mr. ******** that 36-month window extends through August 14, 2026.
  The agreement also provides a provision for reasonable extensions if the file is in active negotiation or legal positioningwhich has been the case here from the time of file activation and continues today while the developer holds the account in a recovery-based status.
  While Mr. ******* timeshare has not yet been formally released, we remain well within the contractually defined timeline and structure. If the file remains unresolved at the end of the guarantee window with no active developments, ACA Group will re-review the file in good faith for refund eligibilityjust as the contract states.
  
  90-Day Communication Protocol
  ACA Group maintains a mandatory 90-day follow-up schedule for all clients, regardless of whether new movement has occurred. This ensures every client is kept informed of their case status and knows that their file is being actively monitored.
  In Mr. ******* case, we have continued to provide scheduled updates on his file in accordance with this policy. While we acknowledge that two direct emails were unintentionally missedand we sincerely apologize for thathis case has remained active and monitored throughout.
  Additionally, clients are always welcome to contact our *************** Team directly at *************** Monday through Friday, 9:00 AM to 8:00 PM EST, for immediate updates or clarification. We strive to ensure accessibility, responsiveness, and full transparency throughout every phase of service.
  
  Misrepresentation Claims
  We respectfully disagree with Mr. ******* claim that ACA Group misrepresented its service. At no point do we suggest that we can unilaterally force a resort to cancel a contract. Our guarantee is clearly defined:
  Cancellation or legal resolution within 36 months, or
  A full refund, provided no active legal positioning is underway
  Additionally, ACA Group never guarantees credit protection or credit repair, as we cannot legally stop a developer from reporting delinquency to the credit bureaus. We are transparent about this during the consultation process. If a client ceases payments prior to resolution, any resulting credit impact is entirely at the discretion of the resortnot ACA Group.
  Further, guaranteeing credit repair is illegal, and as such, it is a service ACA Group does not offer. However, once ownership is officially canceled or transferred back to the resort, we do provide clients with formal documentation confirming the cancellation. This documentation can be used by the client to dispute and potentially remove derogatory marks from their credit report directly with the bureaus or through a licensed credit repair professional, if they choose to work with one.
  
  Current Status & Commitment to Resolution
  The CEO of ACA Group, Mr. ******* has personally reached out to Mr. ******* and is currently awaiting a response.
  In the meantime, Mr. ******* file remains active, protected, and under continuous legal monitoring. He has been provided with:
  A full timeline of actions taken
  A copy of the signed agreement
  Confirmation of the files current status
  A written commitment to revisit the case in August 2026 if cancellation has not occurred
  We are confident that, as in similar past cases, Mr. ******* timeshare will be resolved and he will no longer face financial or legal responsibility for it.
  
  Conclusion
  ACA Group remains fully committed to honoring the terms of our contract and delivering results. We regret the communication oversight and have taken immediate steps to ensure better follow-up and transparency moving forward. We continue to advocate for Mr. ******* and believe his case is on track for successful resolution within the defined service window.
  Sincerely,
  ACA GROUP TEAM 

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23782138
  
  I reject ACA Groups response because it relies on excuses and vague assurances rather than proof of service.
  
  While ACA cites a 36-month cancellation window, this does not excuse their failure to provide evidence of meaningful progress. Contract timelines do not override the duty of good faith, communication, and diligence owed to clients. Simply waiting out the clock is not service. *** claims multiple documented steps have been taken, yet they have not provided a single piece of verifiable proof that my resort is actively processing a cancellation. I have not seen copies of correspondence, resort acknowledgments, or confirmation of status changes. Without documentation, their claim that my case is active is unsubstantiated.
  While *** claims my file has been active and monitored, the reality is that months went by without a single response to my direct outreach, including emails to their CEO. They only contacted me after I filed complaints with the BBB and the Attorney General, which demonstrates that my case was not being handled with the diligence promised. *** openly admits to missing emails and updates, in violation of their own 90-day communication protocol. If *** cannot maintain the minimum standard of its own policies, it undermines their credibility in managing client cases.
  
  At the time of enrollment, **** presentation implied that ceasing timeshare payments was part of the process and that I would be protected. Their current positiondisclaiming responsibility for any credit impactis inconsistent with how the service was marketed. This contradiction amounts to misrepresentation. *** did not meaningfully respond to my concerns until I escalated with the BBB and the Attorney General. This shows that their active monitoring only materialized once a regulatory complaint threatened their reputation.
  
  For these reasons, *** has failed to uphold its contractual and ethical obligations. I therefore demand a full refund of $11,700.
  
  Until ACA provides concrete, documented proof of active cancellation efforts or issues a refund, I reject their response in full.
  
  Sincerely,
  

  ******* *******
  
  

  

  Business Response

  Date: 08/28/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond further to Mr. ******* complaint and his rejection of our prior statements. While we understand his continued frustration, ACA Group stands firmly behind the work performed, our contractual obligations, and the integrity of our service.
  Below is our final position, supported directly by the signed Service Agreement between Mr. ******* and ACA Group:
  
  1. Legal Process and Confidentiality No Obligation to Disclose Tactics
  Mr. ******* has demanded copies of correspondence, status updates from the resort, and internal legal activity logs as proof of service. However, as clearly outlined in the agreement he signed:
  Plan Attorney shall also prepare and submit letters, correspondence, and other documentation to the ***************** in furtherance of these services.
  The Plan Attorney shall maintain the confidentiality of the attorney-client relationship in accordance with the Code of *************************************start="1601" data-end="1604">
  ACA Group is not required or permitted to disclose its proprietary negotiation techniques or legal communications with the resort. This protects not only ACAs methodology, but the legal positioning of all our clients. We do not withhold information we operate within the bounds of ethical attorney-client confidentiality.
  
  2. Communication Record Client Missed Our Outreach
  Mr. ******* claims months of silence and a lack of diligence. While we have acknowledged that two client-initiated emails were missed, his statement ignores the structured and documented outreach *** consistently performs.
  Our policy is to provide scheduled status updates every 90 days, whether there has been progress or not. Mr. ******* was within his scheduled update period when his complaint was filed.
  Multiple calls, voicemails, and emails were sent to Mr. ******* all without a response.
  The assigned attorney offered to speak with him directly, but he declined to answer.
  Our CEO also emailed him personally, and is still awaiting a reply.
  We are fully available Monday through Friday, 9 AM 8 PM EST, and welcome client calls. Unfortunately, Mr. ******* did not call once prior to escalating to the BBB and Attorney General.
  
  3. No Misrepresentation Regarding Payment Advice
  ACA Group does not advise or instruct clients to stop paying their maintenance fees or mortgage. As part of our consultation process, we verbally clarify that we can assist whether a client continues to pay, has already stopped, or decides to stop on their own.
  Nowhere in Mr. ******* signed agreement is there any implication that stopping payments is required, recommended, or enforced. His financial decisions were his alone.
  
  4. No Credit Repair Promised or Included in Scope
  Mr. ******* also suggests ACA misrepresented its role in credit protection. The agreement he signed explicitly limits our legal service scope and excludes credit services:
  The legal services available to the Plan Member does not include...credit/debt relief services, including but not limited to debt resolution and credit repair.
  ACA Group does not represent the Member(s) for the purposes of obtaining any refund of any amounts already paid... including mortgage payments or maintenance fees.
  
  We are transparent in stating:
  Some clients experience credit impact; some do not
  *** does not control resort credit reporting
  If derogatory marks appear, we provide cancellation documentation to support the clients independent dispute efforts, but we do not and cannot file disputes on their behalf
  
  5. 36-Month Money Back Guarantee Still In Effect
  Mr. ******* file was activated on August 14, 2023. As stated clearly in his agreement:
  ACA Group offers their MONEY BACK GUARANTEE to all paid-in-full Plan Members to terminate and/or rescind the Members contract in approximately 36 months (or less) from the time all documents have been received.
  
  We are still well within the active guarantee period, which runs through August 14, 2026. If at that point the timeshare has not been canceled and no active positioning is occurring, we will evaluate the case for a refund as promised.
  At this time, however, the service remains active, the legal team is still in position, and the file has not been closed.
  
  6. Willingness to ****************************** public accusations and inaccurate characterizations, ACA Group remains willing to explore a good faith resolution, including a financial concession if and only if:
  Mr. ******* withdraws and permanently removes his BBB complaint
  He re-engages in direct communication with ACA Group leadership or his assigned attorney
  We will not offer concessions under public pressure while being denied the opportunity to resolve the issue privately and respectfully.
  
  Conclusion
  ACA Group has complied with all terms of the signed agreement, has remained available and communicative, and continues to advocate for Mr. ******** We strongly refute claims of misrepresentation, neglect, or unethical conduct.
  We encourage Mr. ******* to respond to the CEOs outreach so we can resolve this amicably and professionally.
  

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23782138
  

  I reject ACA Groups response for the following reasons:

  The last communication I received from *** was on May 15, 2024. Despite their claim of structured outreach, I did not receive phone calls, voicemails, or emails from *** between that date and August 22, 2024, when they only contacted me after I filed complaints with the BBB and Attorney General. Any assertion of consistent communication is false. Contrary to **** claim that they never advise clients to stop paying, I was verbally told by *** staff that I should stop making payments. If *** maintains recordings of its client calls (as they state is their policy), I request that they produce the call recording where this advisement was given. Their denial of this practice directly contradicts my experience and demonstrates misrepresentation. *** hides behind confidentiality as an excuse to avoid providing proof of work performed on my file. Confidentiality does not excuse failing to provide clients with basic confirmation of progress. In nearly a year since enrollment, I have seen no documentation proving that any substantive action has been taken on my behalf. *** only reached out after formal complaints were made, which undermines their credibility in claiming they have acted in good faith. If *** were truly proactive, communication would have occurred regularly without outside intervention. ACAs credibility is undermined by two clear falsehoods in their response: (1) they claim to have maintained consistent communication, yet I can prove there was complete silence between May 15 and August 22, broken only when I escalated through the BBB and Attorney General; and (2) they deny ever instructing clients to stop payments, yet I was personally advised by their staff to do exactly that. These contradictions reveal a pattern of denial and misrepresentation that cannot be reconciled with my documented experience.
  For these reasons, I maintain that *** has not fulfilled its obligations in good faith, has misrepresented its practices, and continues to withhold reasonable evidence of work performed.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 months again I was told there was a 100% money back guarantee. The sales *** told me they have a name and a reputation to uphold. I asked him for this in writing. He said it's on their website and it's on the sales contract I would be signing. 6 months later I received a call from the timeshare and asked them if the received my letter of representation from this supposed attys office. They have nothing. I called ACA and asked them to send me copies of all correspondence sent. They refused. In fact they said they would send me my sales contract but never did. I asked in previous conversations about the money back and they said that's only if this can't be resolved within 3 years. It's a big fat scam. They gaslight you and scam you. I want my money back. I'm going to ******* to help me get my money back.

  

  Business Response

  Date: 09/09/2024

  Dear Better Business Bureau,
  We appreciate the opportunity to address ******************************* concerns and provide clarification regarding the services we provided. We take all client concerns seriously and would like to outline the facts of this case.
  1. Money-Back Guarantees
  ************** claims that she was promised a 100% money-back guarantee. In fact, we offer two separate 100% money-back guarantees, both of which are clearly stated in the service agreement that ************** signed:
  The first guarantee ensures that her timeshare contract will be canceled.
  The second guarantee states that her timeshare will be canceled within 36 months or less.
  We fulfilled our contractual obligation by obtaining a Deed In **** offer within six months, which is well ahead of the industry standard of ***** months for Holiday Inn Vacations.
  2. Claim Regarding Resort Contact
  ************** stated that she received a call from the resort claiming they never received any documentation from our attorneys. In reality, she received an official offer letter from the resort indicating that they would be taking back the timeshare (Deed In Lieu of Foreclosure). ************** subsequently called the resort herself and was informed by a customer service representative that they had no record of our communications.
  It is important to note that resorts often use this tactic through their customer service departments to confuse clients, leading them to believe no action has been taken. This is why, as clearly stated in our service agreement, all resort correspondence is to be forwarded to ACA Group so that we can manage it on behalf of the client. In fact, when ************** called our office on 7.15.24, she was reminded of this requirement. Our case manager documented the call as follows:
  "Client called in very hostile demanding to know when she will see a resolution to her case. Went over timeline of her case, client is aware this is not an overnight process to cancel these legally binding contracts. Client has been receiving correspondence but stated she doesn't have the time to forward us anything, that is why she hired us to take care of it. Provided our text number to make it easier for her. Client knows to forward us anything she receives and knows when her next update will be."
  By not forwarding the correspondence from the resort, ************** delayed parts of the process.
  3. Status Update from Attorneys
  On 8.22.24, the attorney handling **************** case provided the following update:
  "Greetings ACA,
  The resort told us the *** offer letter will be mailed on 7.10. Although we were not forwarded the letter, we just accepted the offer. Please be sure your client lets you know when they receive the actual *** documents.
  Thank you."
  This update reinforces that the resort had mailed the Deed In **** offer, and we successfully accepted it on behalf of **************, despite not receiving the letter directly from her. We strongly encourage clients to allow our attorneys to handle all resort communication to avoid unnecessary delays or confusion.
  4. Request for Copies of Correspondence
  ************** also mentioned that we refused to provide copies of correspondence sent to the resort. This is not accurate. We did not refuse her requestin fact, we promptly made the request for the attorneys to provide proof of correspondence, and ************** was cc'd on the email. However, the documents from the attorneys may come redacted to protect proprietary methods and strategies used during the cancellation process, which is standard procedure in timeshare exit cases.
  5. Sales Contract Request
  ************** states that she never received a copy of her sales contract. Our records show that every client, including **************, is automatically sent a copy of their service agreement upon signing. Additionally, when ************** requested another copy on August 7, 2024, we promptly sent it to her. We are always happy to resend these documents when requested.
  6. Allegations of Scam and Gaslighting
  We strongly refute **************** allegations that our company is engaging in a "scam" or gaslighting. The facts demonstrate otherwise. We fulfilled our contractual obligation by obtaining a Deed In **** offer within six months, which is well ahead of the industry standard of ***** months for Holiday Inn Vacations.
  We take pride in our work and strive to assist clients with professionalism and transparency throughout the process. **************** timeshare contract will be canceled efficiently and within the terms of our service agreement.
  7. Conclusion
  We understand that ************** may be frustrated, but we have successfully delivered the service she contracted for. We remain committed to assisting ************** with any further questions or concerns and will continue to support her through the final stages of her timeshare exit.
  Thank you for allowing us the opportunity to clarify the situation and provide the facts regarding **************** case.
  

  

  Business Response

  Date: 09/10/2024

  In response to the complaint filed by ***************************, we are providing additional documentation to support our case and demonstrate that we have fulfilled our contractual obligations. Please find attached the correspondence between the attorney representing ************** and her timeshare resort, ************
  These documents confirm that ACA Group and our legal team have actively worked on **************** behalf to secure the cancellation of her timeshare contract. This includes obtaining a Deed In Lieu of Foreclosure (Deed Back), which was finalized within six monthswell ahead of the guaranteed 36-month timeframe.
  We believe this documentation will help clarify the situation and reinforce that ****************** allegations of inaction are untrue. If you require any further information or documentation, we are happy to provide it.
  Thank you for your attention to this matter, and we appreciate your cooperation in resolving this complaint.

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ACA has called my house several times using various numbers. I have asked to be taken off their contact list and physically stated, "Do not contact me again." The caller would not provide their name when asked during four of the last interactions, each time requesting they quit calling my number and to remove my information. Currently, I am not seeking further action, I just want to be removed from their contact list. If it continues, I am going to seek further action against ACA.

  

  Business Response

  Date: 08/20/2023

  Dear ********************,
  I am deeply sorry for the inconvenience you have faced due to multiple calls from ACA, especially after you have made your preference clear. We acknowledge the importance of respecting the wishes of Timeshare Owners, understanding that they may change their mind regarding their desire to exit their timeshare or might have already identified a solution for their needs.
  Your feedback is invaluable to us, and I assure you that we have taken immediate steps to rectify this situation. Your information has now been removed from our list of potentially interested clients. We genuinely apologize for the oversight and for not upholding the standards of respect and professionalism that we strive for.
  Please be assured, you will not receive any further communication from us unless you express a need for our services in the future.
  Once again, our sincere apologies for the disturbance caused, and thank you for bringing this to our attention. We aim to always be a source of relief to our clients and never a burden.
  Warm regards,
  ACA GROUP
  
  
  
  

  Customer Answer

  Date: 08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************